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HomeMy WebLinkAboutExhibit 2 - Technical Proposal NarrativeTECHNICAL PROPOSAL NARRATIVE a. Respondent shall describe the service delivery model that maximizes the menu of workforce services (i.e., WIA Adult, WIA Dislocated Worker, TANF, SNAP, Trade Adjusted Assistance, Rapid Response) offered in an integrated Career Center to increase employment outcomes and reduce cost. The Respondent proposes to implement a holistic service delivery model aligned with the One Community One Goal strategic plan as well as the Florida Chamber Foundation's Six Pillars Framework for economic development. Our model, therefore, will maximize the menu of workforce services offered to increase employment outcomes as well as reducing cost. Our programs and services are% based on the framework of job preparedness and readiness. The overall objective of our model is to determine levels of resources, skills and support participants need to acquire to become job ready and to lessen all possible barriers that may impede participants from accessing the services that they need to successfully achieve their goals. Participants receive the most appropriate services along a continuum of services to meet short and long term employment goals. An empowerment -based service delivery model is offered and designed to maximize clients' abilities, talents, skills and knowledge in addition to providing them with the necessary resources to obtain employment. Additionally, services offered through core, intensive and training, are designed to address the anticipated needs of jobseekers and workers. The Center provides at minimum all core, intensive and training services required by the Workforce Investment Act. In addition to the required services, wrap -around and supportive services are provided based on community partners' needs. Non -English speaking residents are the majority within our target communities. To address language barriers, the Center's multi-lingual staff provides multi-lingual services to participants. Through our training collaborative partners, ESOL classes are provided to non-English speaking individuals who require language proficiency in order to find adequate employment. Assisted Core Services are offered to individuals enrolled in the Wagner Peyser Program to include TANF eligible individuals, Career Advancement Program Participants, WIA Adults and Dislocated Workers, Reemployment and SNAP participants and veterans. Individuals are registered in the Employ Florida Marketplace (EFM) and the Initial Assessment Application (IAA) prior to receiving this level of assistance. Core services include activities such as orientation for reemployment assistance participants, workshops to enhance job search, job search and placement assistance, basic/occupational skills assessment, job retention and follow- up services. Staff follows up for at least one year with individuals once they are employed. Job Placement services are facilitated according to participants' skill level. Intake and eligibility for WIA and TANF services are provided in the event these participants are unable to secure employment during core services. Program staff conducts ongoing evaluation to determine participants' eligibility for workforce programs in addition to gathering appropriate Page 1 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE documentation in relation to enrollment services and programs. After 30 days, participants' status is re-evaluated to determine if additional services or training is more appropriate. i. Workforce Investment Act (WIA) — Core, intensive and training service are provided to all customers who meet the eligibility criteria for the WIA program. Our goal under this program category is to assist individuals in obtaining employability skills and long-term employment that provide adequate wage to achieve self-sufficiency. Clients enrolled in this program are adult and/or dislocated workers, who are 18 years and older, are U.S. citizens or authorized to work in the U.S. Priority of service is given to individuals who are low-income or are receiving public assistance or veterans' services. ii. Career Advancement Program (CAP) - Core, intensive and training services are provided to TANF participants with the goal of reducing employment barriers that limit their ability to fully and effectively participate in work activities. Our CAP services are designed to engage TANF participants in program activities by providing screening and assessment to identify and reduce barriers to employment, provide intense case management services to families and provide referrals and linkages to appropriate community services and match participants to structured job activities, trainings and subsidized employment programs to help develop skills and self-sufficiency. To increase the participation of TANF clients, the Center provides services that focus on the entire family and on the participants' strengths to achieve their goals. In addition, career advisors meet regularly and frequently with participants to reassess their circumstances, modify employment goals, address barriers to employment that may surface and provide encouragement. Tracking participation allows career advisors to: (1) identify non -participation quickly, (2) respond to non -participation by re-engaging Welfare Transition (WT) customers and/or helping them to resolve issues that affect participation/employment and (3) document noncompliance as a mechanism for holding WT customers accountable for their progress. Work related activities are designed to give participants with limited work histories the opportunity to learn new skills and to gain a better understanding of workplace norms and behaviors. Individualized service planning supported by comprehensive assessments helps program staff determine the activities that are most appropriate for each participant. To identify the unique circumstance that may help or hinder participants' progress toward employment, the Center conducts standard employability assessments and more specialized assessments. Career advisors use the results to determine which activities are most appropriate for each participant. Even after the initial assessment and employment plan are complete, career advisors play an active role in helping participants move into paid employment. They regularly follow up with participants to reassess their Page 2 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE circumstances, modify employment goals, address barriers to employment and provide encouragement and support. iii. Trade Adjustment Assistance Program (TAA) - Customers eligible under the TAA program receive training and wrap -around services to include case management. iv. Wagner-Peyser Program- Core, intensive and training services are provided to customers who are determined to be eligible under the Wagner Peyser (WP) program. The goal is for customers to become employed within 90 days of registering in the WP program or to determine the next level of services if participant is unable to become employed. Individuals enrolled in the Wagner Peyser program will be monitored and after the 90 days, their status will be re-evaluated to determine if WIA services are more appropriate. v. Reemployment and Eligibility Assessment Program- Center staff conducts interviews with reemployment and eligibility assessment customers (RA claimants). The assessment interview includes the following: sharing labor market information, developing an employability development plan and assisting with job search and training referrals in order to speed their entry into the workforce. vi. Supplemental Nutrition Assistance Program (SNAP) — The Center operates a SNAP program to serve adults enrolled in food stamp programs and in need of employability assistance. The SNAP Career Advisor will assist these adults in a more intensive job search. vii. Veterans Program -The Center works with the Department of Labor, Department of Veterans Affairs and local organizations serving veterans to engage them and connect them to the local Disabled Veterans Outreach Program Specialists and Local Veterans Employment Representatives to receive workforce services. viii. Reemployment Assistance Program- Core, intensive and training services are provided to customers who are current recipients of reemployment assistance services. The Respondent takes a proactive role to advance low income, dislocated and public benefit recipients on the path to self-sufficiency. This proposal is to manage and provide fully integrated workforce services to job seekers and employers. As previously mentioned, comprehensive workforce services proposed include unassisted and assisted core, intensive and training services and the anticipated benefits include: • Reduced Poverty — The direct correlation between unemployment and poverty illustrates the benefit of the Respondent investing in and taking an active role in workforce development. • Job Creation — The Respondent has met and exceeded its benchmark for job creation. Page 3 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE • Increased Job Placements —Due to its location and outreach efforts, placements have consistently increased. The Center has exceeded its job placement goals. • Improved Market Responsiveness —The Center has access to economic trend data identifying job opportunities and labor demands to adapt its trainings and employment services in real-time. • Improved Accountability — Through the Center, the Respondent has a tool to address local priorities and new information to better advocate for beneficial federal and state policies. • Integration with Economic Initiatives and Respondent partners — The Center coordinates with existing governmental grants and initiatives such as infrastructure projects with Local Workforce hiring targets. This integration of services and resources creates greater efficiency and impact through placements of local residents and advances public and private sector economic development goals. • Maximize Benefits of Existing Public Sector Partnerships- The Respondent has strong existing partnerships with government agencies, Miami -Dade County Public Schools system and local colleges and is able to create working agreements facilitating placement of Center graduates. • Developing Private Sector Capacity- Working hand -in -hand with developers, hotels, restaurants and other local businesses, the Respondent ensures that residents have access to employment opportunities in their communities that provide fewer transportation challenges. • Increased Eligibility for Grant Funding — Operating a workforce agency provides an opportunity for the Respondent to pursue grant opportunities that were previously inaccessible. The Respondent is continuously seeking local, state and federal funding opportunities. • Creating a Culture of Success: One of poverty's many impacts is the isolation from mainstream society and erosion of self-esteem that may deter individuals from pursuing employment. The Center creates a culture of success through direct investment in its clients. • Implementation of a National Replicable Model — Through access to innovative local services and practices, the Respondent can compile best practices and serve as an example for other workforce agencies while continuing to streamline services and attract resources. The Center provides a full range of programs and services designed to infuse a commitment to economic self-sufficiency in participants and to effectively assist job seekers in obtaining employment. The Center's programs and services utilize a research -based and a best practices model proven effective in engaging participants in training and employment activities. Participants' engagement strategies are comprised of culturally competent outreach; building Page 4 of 24 OGAWS528 14 TECHNICAL PROPOSAL NARRATIVE engaging workforce services based on sector best practices; ongoing professional development to ensure that staff members are well trained, knowledgeable of all programs and services, and well versed at working with participants with various levels of skills and abilities; and commitment to cross -training and customer service by all members of the Center. A customer -centered intake approach to determine the prescription of services that will most appropriately and expeditiously serve the customer is utilized. The extensive internal resources for shelter, transportation, digital literacy, financial literacy among others and external partnerships ensure that each client has access to the supportive services necessary to stabilize his household and allow him to focus on obtaining long-term employment. Services include: • Core Services: Initially, job seekers register using the Initial Assessment Application (IAA) Express. Following registration and on a daily basis, staff provides a computerized orientation to new job seekers. Job seekers must also complete an Employ Florida Marketplace system registration along with an Initial Assessment Application (IAA). Services consist of job search and placement assistance, including career counseling; labor market information identifying job vacancies, skills necessary for occupations in demand, and targeted industries as well as relevant employment trends in the local, regional and national economies; initial assessment of skills and needs; provision of information on available services and programs; and follow-up services to assist in job placement and retention. Core services are available on a universal basis with no eligibility requirement. • Intensive Services: Comprehensive assessments, development of individual employment plans, group and individual counseling, career advisement, and short-term prevocational services will be provided to clients who remain unemployed after the provision of core services or employed workers who need training to retain employment. . • Training Services: Authorized training includes occupational skills training, on-the-job training, work -based training, skill upgrading, job readiness training and adult education and literacy activities in conjunction with other training, as funds allow, for individuals who qualify for Intensive Services, but are in need of more industry/career specific training. The Center provides training through Individual Training Accounts (ITAs) which are assigned to each participant based on his specific needs. Following training, individuals will be placed in a job field related to the prescribed training. Services to follow-up with the client will be provided for 12 months. Page 5 of 24 OGAW552814 TECHNICAL PROPOSAL NARRATIVE • Special Populations: The Center targets and provide services to the following groups: Offenders: The offender population has several programs focused on reentry into the community and will connect participants to the programs that serve this population to avoid service duplication. Disabled: The Respondent has several programs that serve individuals with disabilities and will bring that expertise to the program. The Respondent will also engage the existing programs for individuals with disabilities to ensure staff is cross -trained and capable of serving and referring this population. Veterans: Through partnerships with the local veterans' organizations, the Respondent is grounded in the challenges older and recently returning veterans face when reintegrating back into society. The Respondent participates in local Stand Downs and other veteran outreach and assessment efforts. The Center provides job seekers individualized services consisting of the following employment activities: • Assessment — is made available through meeting one-on-one with job seekers and having staff administer assessment tools such as Florida Choices and Ready -to -Work. • Customized Training — is made available by posting specialized training information on bulletin boards, email, other communication and marketing routes. • Job Readiness Training — is made available in group sessions daily at the Center and at off -site locations. • Job Search and Placement Services — is made available to unemployed and underemployed job seekers at the Center during scheduled hours Monday through Friday and also at off -site locations in the community at partner agencies once or twice a month. • Labor Market Information - is made available to job seekers through posters hung in resource rooms which also have instructions on how to access internet websites with up- to-the-minute data such as wage rates and projected industry/job growth. • Obtaining and Filling Job Orders — is made available to help job seekers become employed by discovering open positions which job seekers are qualified to fill. Page 6 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE • Occupational Training — is made available to job seekers by elevating the level of services that are available to those who are experiencing difficulty obtaining employment due to lack of knowledge and skills in their careers. • Outreach — is made available to individuals through distribution of flyers, direct mail, advertising, newspaper, radio shows, television programs, word of mouth and the latest innovations in social networking. In the future, the Respondent is also exploring the option of texting as a means of communicating with job seekers. • On The Job Training — is made available to job seekers who benefit from hands on learning experiences to perfect their skills and improve 'their marketability in the workforce. • Rapid Response — is made available to help job seekers with employment opportunities following sizeable layoffs through the concentration of efforts to develop employment opportunities for those affected. • Recruitment Assistance — is made available to help job seekers become employed by discovering open positions which job seekers are qualified to fill. • Reemployment Activities — Reemployment assistance claimants will receive workshops, job referrals and information on career planning and training. Unemployment can be a very emotional and frustrating experience for professionals who have become unemployed. Our objective is to ensure that these individuals are returned back to the workforce as quickly as possible. Professionals seeking re-employment or career mobility will be linked to specialized career workshops that focus on networking, skills enhancement programs, recognizing transferable skills in new careers, fmancial management and more. Employer Consultant staff will assist participants in locating new career opportunities that meet their specific career goals and skill set through assessment and personalized job search. Job placement staff will provide guidance, motivation and referrals to available trainings and skill upgrades. Coordination of local resources and services will include, but not be limited to, professional associations, local chambers of commerce, staffing agencies, faith based organizations, vocation education, government agencies, colleges and universities. Understanding that job seekers' needs vary in terms of intensity and support, our programs and services are offered at varying degrees of intensity so that they are delivered to appropriately match participants' needs. Our experienced staff provides the above mentioned services with the utmost respect and quality customer service. The professional job seekers are oriented in the use of information technology to search for labor information and data, strategies on self -marketing Page 7 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE and promotion and job posting boards. Individualized services are also provided by staff. All efforts will be geared towards facilitating career -focused learning, planning better career pathways and job placement. b. Respondent shall articulate its strategy to administer services to the business community. The strategy shall address staff integral to the successful administration of services. Workforce Services to businesses are a critical component of the Workforce Services delivery system, providing direct value to businesses and enhancing the ability of the workforce system to achieve optimal levels of job placement and job placement assistance. The Respondent serves businesses in need of both workforce development services and services to appropriately refer workers in the case of layoffs. The Center will have services for businesses interested in recruiting and/or laying -off workers to ensure that individuals' employment is expedited to shorten the time of unemployment. The following staff will be integral to the successful administration of services to the business community: > 1- business consultant > 4 - employer specialists > 5 - job placement specialists The Respondent bases its proposed programming on its past experience in developing and providing business services. The Respondent has initiated targeted workforce development projects to connect its customers to job opportunities and provide the support for them to develop careers. The Respondent develops and executes outreach, assessment, counseling, literacy, case management, basic skills tutoring, community referrals, supportive services, vocational training, resume preparation, job placement assistance and job retention and follow up services. These services are available to businesses to train their workforce, reintegrate the laid off individuals and assist in recruiting and training if needed based on these experiences. The Respondent's economic development initiative laid the foundation in which the Center's business services operate. The Center's business services component will develop ongoing partnerships with local businesses' and trade groups to provide optimal services aimed at increasing opportunities for direct access to qualified job seekers. The goal of the business services is to promote and strengthen Center partnerships with local businesses thereby enhancing the coordination and job placement opportunities to program participants. To accomplish its business services goal, the Center offers the following services designed to achieve optimal success and provide unprecedented service/program access to both businesses Page 8 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE and participants. The Center will create a focused effort to support the business environment while adapting programming to local economic development trends and job opportunities across the board and at all wage and skills levels. The Respondent shall perform the following business services: 1. Recruiting and Screening Services The Center's recruiting and screening services offer comprehensive, user-friendly and cost effective services including advertisements of job openings, job recruitments, screening of applicants and connecting job seekers with employers through targeted job fairs and recruitment events. The corporate culture, work environment and administrative process combined are key factors for effective recruitment efforts. Strategic workforce planning, understanding labor force trends and cultivating personal relationships with local partners and other community -based organizations contribute to an effective recruitment plan. To that end, the Center's recruitment plan includes collaborative agreements with community -based and faith -based organizations as well as businesses through referrals. The recruitment plan also includes marketing career services to professional job seekers, graduates and university alumni. Seminars and workshops for career professionals will be offered in topics that include resume development and cover letters, salary negotiations, networking and hidden job market, negotiating tips and others. These will provide the professional job seeker opportunities for networking for meeting other professionals in the same industry to share ideas leads and trends. Through the Center's state -of -the art information technology and internet-based job posting and networking board, unlimited and real-time access opportunities are provided to both businesses and job seekers. Through this site, businesses have the ability to post job openings and access hundreds of pre-screened applicant resumes. Job seekers also have the ability to upload their resume, search available jobs and access information on available trainings, continuing education opportunities and workshops. Additional job openings advertisement methods include a weekly job alert e-mail blast to a large network of partners, local newspaper and other job boards postings as well as the Respondent's website and local advertisement to promote the services, jobs and programs offered at the Center. In addition to advertising job openings, the Center conducts job recruitment services with the sole purpose of reaching, engaging and connecting job seekers and underemployed individuals to employment, career advancement and training opportunities. The Center utilizes various recruitment strategies to meet its recruitment goals. Among which is the design and development of a culturally competent outreach campaign, geographically convenient service location and the development and execution of an outreach and engagement protocol that must be followed by all staff. Other key recruitment strategies include: o Recruitment via organizational `gatekeepers" utilized by the participant - Individuals who have been recently dislocated or disconnected from the workforce for years may not Page 9 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE know where to turn .to obtain help, may rely on word-of-mouth resources due to a lack of digital literacy, or . may have a distrust of public entities. Cultivating personal relationships with staff at educational institutions, staffing agencies, governmental entities, faith -based organizations and other community based organizations provides critical legitimacy in the community and conveys information directly to the customer. Other best practices entail the "barber and beauty shop" approach of connecting with neighborhood small businesses where customers reside. The Center will conduct presentations annually to these businesses to educate there about the opportunities. o Recruitment via Presentation to Participants - Employment Specialists are responsible for conducting in -person presentations at public housing agencies, community based organizations and governmental agencies such as the Department of Children and Families, United Way partner agencies, The Children's Trust and faith -based organizations that serve economically disadvantaged populations. o Recruitment via Established formal Referral and Presentation Agreements- Collaborative Referral Agreements with community -based and faith based organizations as well as businesses are developed. Center staff conducts intake at partner service sites. Coordination with these community partners includes onsite recruitments at partners' facilities to increase the number of clients receiving workforce services on a monthly basis. Thesc initiatives include orientation, registrations, job referrals career counseling and employability workshops. o Recruitment via Communication Campaign- The Center uses its resources to design outreach collaterals for digital and hardcopy dissemination to governmental service centers, local businesses, community partners and participants. Through the use of the Center's internet posting board website and email, targeted marketing to specific populations/industries and partners and businesses is conducted using digital media, brochures and flyers, as well as mapping and connectivity to a variety of web portals. Additionally, the Center assesses and screens each applicant to determine the best plan of actions based on their individual needs. Assessment is essential to determine participants' levels of need, qualifications and skills required for matching job seekers to job order. Through comprehensive and specialized assessments, the development of an IEP or Individual Responsibility Plan is completed by Job Placement staff to gauge participant's skills sets and abilities against available jobs. Matching the skills and abilities to job candidates and employers ensures overall program/placement satisfaction to both job seekers and employers. Through staff facilitated service provision or self -directed activities, participants receive assistance should they need help with searching for a job and/or need training information to Page 10 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE enhance their skills. Should a participant be unsuccessful in obtaining employment through self - directed services, then employment services staff at the Center intervenes and assesses the participant's skills, overall qualifications, potential barriers to employment and other limitations. Then staff devises a plan of action to meet the participant's goal and career options. In addition, the program specialist snatches job seekers to existing job orders and simultaneously performs the initial screening process for employers to ensure that only qualified candidates are recommended to fill job openings. Career fairs provide a great opportunity for job seekers to meet face-to-face with a large number of company representatives, learn about available career opportunities and upcoming job openings. For this reason, the Center provides relevant general and targeted job fairs thereby providing direct linkage to local businesses and job seekers .as well as providing an increased opportunity for individuals to secure jobs. 2. Information and Technical Assistance Through a partnership with the Respondent's programs and initiatives that promote a comprehensive empowerment strategy aimed at increasing individuals' access to the financial tools and education that are fundamental to economic prosperity and success, the Center provides: Tax Preparation Services; Link Up Florida & Lifeline Assistance (affordable telephone service); and The Benefit Bank (TBBTM), an intemet-based, counselor -assisted program that simplifies the process of applying for many state and federal benefits and helps working individuals and families maximize income tax refunds. Labor market statistical information that is reflective of the market conditions in South Florida is made available to job seekers on our website and through print media and other publication forms such as brochures and reports. Furthermore, at the Center participants have access to accurate and detailed information about the County's target industries and related careers as well as specific growth opportunities within each industry. Labor market statistical information on the job market, economic conditions and demographic data includes: ✓ Employment and Wages - current employment, projections, wages by industry and occupation, occupational profiles and career information. ✓ Labor Force - labor force, employment, unemployment and unemployment rates. ✓ Economic Indicators - Florida Price Level Index, Consumer Price Index, income salaries and unemployment claims data. ✓ Population - age, race, gender, income, veteran's status and education information. Page 11 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE Rapid Response services may be provided to employers experiencing massive layoffs and/or downsizing. The Respondent provides in-house experience to provide skill -building programs and to assist workers in finding new career paths. Center staff will visit employers which are laying off and/or downsizing to provide their employees with resume writing assistance, unemployment assistance programs and job referral opportunities, among others. 3. Employee Development Services The Center has established partnerships with public and private organizations, including chambers of commerce to plan, develop, and coordinate appropriate training for participants and local businesses. Customized training designed to meet the special requirements of local employers is provided and occupational job training opportunities may be available to qualifying businesses. Through the development of a customized training needs assessment, the Center is able to gauge the workforce requirements of individual businesses and develop training programs to meet their specific needs. On -the -Job -Training is available to job seekers who will benefit from hands on learning experience to enhance their skills and improve their marketability in the workforce. Ongoing dissemination of information and updates on Department of Labor statues regarding cost sharing requirements and available incentives is provided to businesses through formal and informal meetings and presentations. The Center also provides follow-up services to ensure that businesses are provided the necessary assistance and resources to meet their hiring needs. Additionally, customized work based trainings are designed to increase workers skills to retain employment, become eligible for promotional opportunities and maintain the skill level required by employers. These trainings are provided to employed workers identified as not earning adequate wages for self-sufficiency as defined by SFWIB. Moreover, occupational training is made available to job seekers who are having difficulty obtaining employment due to lack of knowledge and skills in their career. Adult Education and Literacy skill training programs help participants acquire the necessary level of academics to successfully complete the training and secure employment. Trainings that focus on the skills needed for participants to develop a business or acquire an existing business are also provided. Center staff will follow up with participants to determine if they are in need of additional intensive and training services such as Paid Work Experience, On -the -Job Training and Vocational Training. Prior to employment, Job Readiness Training is provided utilizing a competency -based, employment readiness curriculum that addresses skills required for success in obtaining and retaining employment. For example, topics such as: labor market information, career decision Page 12 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE making, resume preparation, interviewing skills, workplace imaging, personal growth, time management, teambuilding, effective communication, interpersonal skills, worksite behavior and maintaining excellent work ethics are taught. These trainings allow participants to gain workplace skills quickly and effectively. Participants who have completed the training will become more prepared to obtain jobs, increase their opportunities to earn higher wages and improve skills most desired by employers, such as good communication skills, organizing and planning and problem solving skills. Our unique partnership with Miami -Dade County Public Schools and Miami -Dade College provides increased access and opportunities for participants to acquire and enhance their basic work skills. Through these partnerships, participants have access to GED, Adult Literacy, ESOL, and computer/digital literacy classes. Job readiness training services are provided daily at the Center and bi-monthly at the off -site locations through our partnering agencies to ensure positive job placement outcomes. c. Respondent shall identify and describe collaboration strategies that demonstrate success and effectiveness in serving customers and working with other service delivery partner agencies. The Respondent strives to become the primary source of resources and information for job seekers in the Miami area. In order to fulfill this goal, the Respondent expands on existing relationships and programs and pursues the establishment of new ones to provide coordinated and comprehensive services to the Center's users. As a result, the Respondent has an established system that provides services and employment solutions for employers and jobseekers. Resources available at the Center deliver a valuable benefit to all jobseekers regardless of their economic status, education level and skills. The Respondent constantly seeks to improve the quality and efficiency of its programs, resulting in a variety of public, educational and private sector partnerships at the local, state and national level that provide additional resources to clients. To ensure services and resources are delivered in the most efficient manner, the Center has created a well -coordinated resource and referral process with mandated partners that serve the unique needs of our customers. Mandated Center Partners — The Center staff collaborates with the following mandated partners: Post -Secondary Education Institutions: To meet Adult Basic Education and Adult Literacy Training, a unique partnership has been established with Miami -Dade County Public School System and Miami Dade College to provide instruction for GED preparation, ESOL classes for non-English speakers and Adult Literacy Training. Services will be available and provided on a daily basis. Additionally, these partners will also provide guidance, Page 13 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE orientation, academic advising, financial aid information and completion of required forms for participants looking to continue their education. Department of Children and Families: The Center has established a close partnership with local DCF providers to ensure coordination of services to eligible participants and to maintain accurate and timely implementation of program policies and regulations. Each participant will be assessed to determine the eligibility available to their children in order to stabilize the household. Vocational Rehabilitation Partners: For individuals in need of the vocational rehabilitation services, the Center will refer them for intensive services, will provide disabled services and specialized training and support to enable participants to work competitively in the community. Additional services will . include medical and psychological evaluation, counseling, occupational equipment, tools, transportation and interpretative services Community Services Block Grant: The Respondent works with the Department of Children and Families and Health and Human Services to connect individuals and families to support services offered by these agencies. Department of Housing and Urban Development: The Respondent is a direct partner with the local HUD office and integrates their residents into those programs for foreclosure prevention, low cost housing and housing purchasing assistance. Additionally local HUD providers will assist low-income public housing residents with assessment and screening services to determine potential barriers to employment, provide job readiness workshops recruitment and job fairs. Job Corps: Job Corps may be appropriate for individuals under 24years of age and therefore will be a referral partner. Senior Community Service Employment (SCSE): The Respondent has established relationships with Senior citizen centers and will refer to the SCSE when the individual would be better served by senior specialists. Migrant and Seasonal Farm Worker: The Respondent has few migrant or seasonal farm workers as most travel to south Miami -Dade, however, those individuals qualifying will be connected to the appropriate organizations. Native American Employment and Training: The Respondent is in public safety relationships with the Native American tribal nations and notices them of the opportunity to be served and ensure these services are on -site. Non -Mandated Center Partners — The Center staff collaborates with the following non - mandated partners: Page 14 of 24 OGAWS52814 TIECHNICAL PROPOSAL NARRATIVE ACCESS Miami: Provides access to existing benefits, access to capital, accumulation of wealth and assets and financial literacy. ACCESS Miami will provide participants with the wealth -building tools necessary for economic self-sufficiency through credit and financial services, free tax preparation and basic banking assistance. They will 'also be provided access to the multi -benefit platfoiiii, the Benefit Bank (TBB), which helps them to access existing benefits they are eligible to receive. Participants may also access small business to ans. Homeless Assistance Programs: The Respondent has a close working relationship with government entities and community organizations offering homeless and homeless prevention services and programs. These programs will also identify and engage homeless individuals to place them into appropriate housing. In addition, these services facilitate employability skills, a work history and instill life management responsibilities to formerly homeless employees, thereby strengthening their ties to the community. Miami Dade Child Development Services: Partnership will be established to provide child care services to TANF and working clients as well as performing intake and referral services. Switchboard of Miami: Provide 24 hour crisis intervention and access to social services providers in Miami -Dade County. Through this partnership participants will receive referrals for information about organizations providing services for issues such as afterschool programs, transportation, financial services and credit support. Goodwill Industries: To provide specialized training and accommodation and job opportunities to disabled clients with basic skill sets. Parenting Programs: Will refer clients to programs providing evidence -based parenting education to caregivers in order to strengthen parenting skills and to foster child development awareness. The Respondent fosters existing relationships and will develop new ones with entities and organizations providing services for the disabled, mental health and substance abuse counseling, employability skills, free legal services, credit management, health care, child care, veterans' services and other community based organizations assisting residents in overcoming barriers that may prevent them from obtaining employment. All partners are noticed of the programs available and will be offered a set schedule for their staff persons to deliver services on —site if desired, inclusive of assessment and enrollment assistance for the individual job seeker. Page 15 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE d. Respondent shall describe any quality assurance improvement activities and initiatives that the Contractor will perform in order to ensure proper documentation and improved outcomes. The purpose of quality assurance is to facilitate self -assessment reviews to ensure accuracy of data reported and collected. Customer files and data systems shall also be reviewed to (a) ensure data integrity and continuous improvement of system operations; (b) reduce the error rate of Region 23 to three percent (3%) or less; and (c) ensure compliance with federal, state, and local laws, transmittals, directives, policies, procedures and regulations. Quality Assurance will be implemented to ensure that the requirements and goals for services and activities of every program have a positive outcome. The Center's staff shall collaborate with SFWIB to ensure that staff is trained, implements concepts learned in training and from technical assistance and conducts ongoing system and desk reviews to ensure policies and procedures are being followed and information systems and case files are properly updated and documented. The process includes monitoring, management, training and feedback. There will be monthly monitoring (Supervisory Quality Assurance Reviews) of the performance of various related programs by the staff (Center Director, Quality Assurance Specialist, Program Supervisors and Lead Career Advisor) and strategizing and developing solutions to programmatic issues. The management component will ensure that the staff provides the quality services that meet the customer's needs. Training staff on a weekly basis will ensure that rules, regulations, policies and procedures are a daily form of practice and implemented during the normal course of business. Feedback will be solicited to ensure that improvements in services are implemented and continue to meet the satisfaction of the customers. A three step process of quality assurance for eligibility and placements will be implemented to ensure that case files are updated and follow ups are completed. There will be a review of daily reports to ensure that all information is entered in the system correctly and timely and this will in turn ensure positive job placement outcomes for the Center. The Respondent performs internal monitoring to ensure data integrity, identifying program weaknesses, strengthening such deficiencies, and confirming contractual performance and compliance. Contractual performance data will be gathered via the Monthly Management reports, balanced Scorecard Reports and SAMS and discussed during the Monthly Management meeting, which consists of the Center Director, Program Supervisors and other key program staff Balance scorecard data is reviewed on a daily basis. The Respondent will compare contracted performance goals to actual outcomes to identify areas which need improvement. The data will be reconciled with the performance reports presented at the management meeting with Career Source South Florida staff. Data entered for processing (people -generated, system generated or interfaced inputs) will be subject to a variety of controls to check for accuracy, completeness and validity. This process is essential to avoid data validation errors and ensures customers are eligible for services. A quality Page 16 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE checklist and procedures are established to assure that inputted data is validated in accordance to federal, state and local performance mandates. Checklists are utilized for the review of all files, ensuring that each file reviewed meets required standards of service delivery. It will also provide preliminary reviews to alleviate possible outside monitoring exceptions. Performance measurement is intended to be a tool that can be used to foster program improvement. To encourage continuous improvement, the Respondent will use a variety of strategies, including: 1) training center staff in how to use performance information as part of a continuous improvement process; 2) using customer feedback to guide immediate and ongoing improvements and 3) making individual staff accountable for performance levels. The continuous improvement process will consist of several steps including: • Identifying areas to target for improvement, • Diagnosing why benchmark measures are low and what is preventing the achievement of high performance, • Planning changes to improve performance and specifying measurable goals for improvement, • Implementing changes; and • Monitoring the effects of changes to determine whether they are having the expected results. Procedures will be developed to ensure that customer feedback is used effectively to include the following: • Summarizing and analyzing findings from customer satisfaction surveys on a regular basis and circulating summaries to all staff, including continuous improvement teams. • Forming interagency project teams to review the adequacy of services available to customers, employers and job seekers. The Program Supervisor ensures that all procedures and documentation are applicable and meet Career Source South Florida requirements and comply with applicable laws and regulations. The following are the specific strategies for quality assurance: • Documentation: There will be a review of daily reports to ensure that all information is entered in the system correctly and on time, this will in turn ensure positive job placement outcomes for the Center. Weekly training of staff will be conducted to make certain that the collection of information related to jobseekers is correctly reported and entered in the system. Monthly quality assurance monitoring will be completed to ensure all required documentation in participants' case files is verified and data entered in all recording systems matches supporting documentation. • Services: Monthly quality assurance monitoring will be completed to ensure that the activities and services provided for the WIA, WT, WP, SNAP and REA programs are properly entered in their respective system and correlate with the documentation in the Page 17 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE hard file. The HIPAA procedure will also be monitored to ensure that any sensitive documentation is kept under a separate and secure file. • Procedures: There will training of staff on a weekly basis to ensure that rules, regulations, policies and procedures are a daily form of practice and implemented during the normal course of business. Monthly quality assurance monitoring will be conducted to ensure that registrations for all programs are completed correctly and timely and that procedures to appropriately determine eligibility are followed. • Employments and Placements: Upon entering any placements in all reporting systems, documentation will be verified via hard copy and collateral contact. • Customer Service: Implementation of customer feedback surveys via telephone, face to face and suggestion box comments are conducted on a daily basis to ensure that the procedures are effective, customers are satisfied and outcomes are achieved. Customer service training is provided to staff on an on -going basis to ensure they understand the customer's requests and how to address them. e. Respondent shall describe strategies to identify jobseekers in need of training services. The strategy shall address assessment tools and career pathways that lead to employment in one of the One Community One Goal targeted industries. The One Career One Goal Target Industry Strategies Plan identifies themes that intersect all strategic recommendations and provide a unifying thread across a complex set of initiatives designed to create an ecosystem for economic growth in Miami -Dade County. These themes include: a single shared vision, the importance of cooperation across industries and sectors, alignment around a single set of target industries, education as the foundation for growth and the value of economic diversification. The report offers detailed strategic recommendations for seven target industries and niche sectors that represent long-term global growth potential. The report also identifies more than 80 career recommendations for seven target industries — Aviation, Creative Design, Hospitality & Tourism, Information Technology, International Banking & Finance, Life Sciences and Health Care and Trade & Logistics. To make good decisions about career -focused learning and training, individuals must have access to accurate, detailed information about the County's target industries and related careers. Center visitors will be provided data about these targeted industries and niche sectors identified in the One Community One Goal plan that will be creating jobs in the future so that they can better plan their career pathway. To this end, the Center conducts job recruitment services aimed at connecting job seekers and underemployed individuals to training opportunities. The Center has established partnerships with public and private organizations to identify jobseekers and to plan, develop and coordinate appropriate training for jobseekers. Through the Center's state -of -the art information technology and internet-based job posting and networking Page 18 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE board, job seekers access information on available trainings. It is critical to our local economy to strengthen the knowledge and practical skills of workforce members and prepare them to obtain jobs, especially in growth industries and careers. Strategies to identify job seekers in need of training services include: Identification via targeted outreach and referrals- The Center conducts outreach to low income residents. All of this outreach activity will occur in addition to the referrals from clients to be enrolled in WIA programs. The Center accepts referrals of Welfare Transition (WT) customers under TANF funds; these clients may be eligible for dual enrollment into WIA. Dislocated workers, veterans, those with limited English skills, lacking high school degree equivalency and low income individuals will be eligible. Participants often avoid processes they see as too intrusive, unnecessarily lengthy, or inconvenient. The outreach seeks to change these perceptions, streamline the process and meet the client where they feel comfortable to increase enrollment. Based on past successes, the Respondent expects that its first recruitment efforts will be successful to meet benchmarks in year one and exceed benchmarks in subsequent years. Identification via organizational `gatekeepers" utilized by the target participant — Individuals who have been recently dislocated or disconnected from the workforce for years may not know where to turn to obtain assistance, may rely on word-of-mouth resources due to a lack of digital literacy, or may have a distrust of public entities. The Center cultivates personal relationships with staff at educational institutions, staffing agencies, faith -based organizations and other community based organizations to achieve critical legitimacy in the community and convey training information directly to the target customer. The Center also uses other best practices such as the "barber and beauty shop" approach of connecting with residents through businesses in their neighborhoods. Identification via Presentations to Participants - Career Advisors will be responsible for conducting in -person presentations on training opportunities at public housing agencies, community based organizations and governmental agencies that serve economically disadvantaged populations such as the Department of Children and Families, United Way partner agencies, and faith -based organizations. These presentations will also provide Career Pathway orientation and counseling in the County's targeted industries. Identification via Established formal Referral and Presentation Agreements - Collaborative Referral Agreements with community -based and faith based organizations as well as businesses have been developed. Coordination with these community partners includes recruitments at partners' facilities to increase the number of clients receiving training services on a monthly basis. Identification via Communication Campaigns -The Center uses its resources to design outreach collaterals for digital and hardcopy dissemination to governmental service centers, local businesses and community partners. Through the use of the Center's internet posting board website, targeted marketing to specific populations and businesses is conducted through the media, brochures and flyers, as well as mapping and connectivity to a variety of web portals. Page 19 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE Additionally, the Center assesses and screens each applicant to determine the best plan of actions based on their individual needs. Assessment is essential to determine participants' levels of need, qualifications and skills needed for matching job seekers to job opportunities. Through comprehensive and specialized assessments, the development of an IEP or Individual Responsibility Plan will be completed by job placement staff to gauge participant's skills sets and abilities against available jobs. Matching the skills and abilities to job candidates and employers ensure overall program satisfaction to both job seekers and employers. Customized training designed to meet the special requirements of local employers is provided and occupational job training opportunities are made available to all customers. Through its customized training needs assessment, the Center is able to gauge the training needs of individuals and develop training programs to meet their specific needs. Using information collected during intake, assessment, the development of a Career Plan and working with the client, the Career Advisor completes a Training Plan and documents what is needed by the client to achieve their employment goal objectives. Once training is completed, the client is ready for job placement activities. On -the -job -training is made available to job seekers who will benefit from a hands on learning experience to enhance their skills and improve their marketability in the workforce. Customized work based trainings designed to increase workers skills to retain employment, become eligible for promotional opportunities and to maintain the skill level required by employers are provided to employed workers identified as not earning adequate wages for self- sufficiency as defined by the South Florida Workforce Investment Board. Moreover, occupational training is made available to job seekers who are having difficulty obtaining employment due to lack of knowledge and skills in their career. An adult education and literacy skills training program to help participants acquire the necessary level of academics to successfully complete the training and secure employment and trainings that focuses on the skills needed for participants to develop a business or acquire an existing business are also provided. Job Readiness Training is provided utilizing a competency -based, employment readiness curriculum that addresses skills required for success in obtaining and retaining employment. For example, topics such as: labor market information, career decision making, resume preparation, interviewing skills, workplace imaging, personal growth, time management, teambuilding, effective communication, interpersonal skills, worksite behavior and maintaining excellent work ethics are taught. These trainings allow participants to gain workplace skills quickly and effectively. Participants who have completed the training are more prepared to obtain jobs, increase their opportunities to earn higher wages and improve skills most desired by employers, such as good communication skills, organizing and planning and problem solving skills. Our unique partnership with Miami -Dade County Public Schools system and Miami -Dade College provides increased access and opportunities for participants to acquire and enhance their skills. Through these partnerships participants have access to GED, Adult Literacy, ESOL and computer literacy classes. Emphasis will be provided in digital literacy and the use of technology since this knowledge is a must in all industries and career pathways. Page 20 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE To identify the skills and interests of the program participants, the Respondent uses aptitude tests (TABE), interest profiles (My Next Move), Employ Florida Marketplace's interest profile, Florida Choices career planning tools and surveys (careerchoices.org) as well as CSSF programs that will allow participants to explore career options leading to high -wage, high -growth jobs. The ultimate goal of these strategies is to provide clear pathways for participants, regardless of their skill level at the point of entry, to advance as quickly as possible to training programs and ultimately to family -sustaining employment or advancement in their careers. f. Respondent shall articulate its strategy to achieve the proposed Job Placements and Balanced Scorecard Performance measures. The strategy should address the staffmg patterns by indicating the number of staff for each job title to meet the proposed Job Placements and Balanced Scorecard performance measure. The Center is proposing the completion of 850 direct job placements and meeting/exceeding current year Balanced Scorecard Performance measures. Every staff in the Center will have a specific responsibility and function to ensure placements are achieved. In order to meet or exceed the proposed number of placements, the Respondent will utilize the following staff Center Director (1); Program Supervisors (4); Employer Specialists (4); Job Placement Specialists (5); Workshop Facilitator (1); Lead Career Advisor(1); Career Advisors (6); Outreach Specialist (1); Program Specialists II (1);Program Specialist (4); Customer Services Representatives(2) and Clerk/Telephone operator (1) The Balanced Scorecard will be utilized as a tool to measure, improve and strengthen our workforce service delivery system. The Center will become highly focused on positive employment outcomes ensuring customers achieve self-sufficiency. The following strategies and processes are designed to be highly effective and efficient in order to place the largest number of job seekers in jobs and improve performance outcomes: One of the strategies will be establishing cross -functional performance compliance committees comprised of the Center Director (1); Program Supervisors (4); Employer Specialists (4); Job Placement Specialists (5); Workshop Facilitator (1); Lead Career Advisor (1); Career Advisors (6); Outreach Specialist (1); Program Specialists II (1); Program Specialist (4); Customer Services Representatives(2) and Clerk/Telephone operator (1) to develop processes, procedures and policies to be implemented within all programs in order to achieve the maximum job placement outcomes. Page 21 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE Each committee will be further broken down as follows: Training Enhancement Committee: (1) Center Director, (1) Program Supervisors, (2) Career Advisors, (1) Employer Specialists, (1) Job Placement Specialists, (1) Program Specialist II, (1) Clerk and (2) Customer Service Representatives. Employment Opportunity Committee: (1) Center Director, (1) Program Supervisors, (2) Career Advisors, (2) Employer Specialists, (2) Job Placement Specialists and (2) Program Specialists. Career Readiness Committee: (1) Center Director, (2) Program Supervisors, (1) Lead Career Advisor, (2) Career Advisors, (2) Employer Specialists, (2) Job Placement Specialists, (2) Program Specialist and (2) Customer Service Representatives. The procedure to obtain and supersede several performance measures is a proactive approach involving outreach efforts of engaging employers (especially those within the targeted industries and careers) to create employment opportunities by utilizing tools such as tax incentives; On -the - Job Training (OJT), Paid Work Experience (PWE) and specialized recruitments to achieve job placements with emphasis toward assisting the newly dislocated job seekers, Special Group Population, Career Advancement Program (CAP) customers, Workforce Investment Act (WIA) participants and Supplemental Nutrition Assistance Program (SNAP) customers. These procedures will collectively ensure that the following performance measures are positively achieved: Employment After Services, Employment After Services within 90 days, Cost per Placement, Level of Services for Special Groups, Job Openings Fill Rate, Job Openings Index, Wagner-Peyser Entered Employment Rate, Short -Term Veterans Entered Employment Rate and Supplemental Nutrition Assistance Program Entered Employment Rate. The process to ensure that the training completion rate is achieved by prospective customers is to complete a thorough assessment. The assessment is comprised of the following steps: face-to- face interview, examination using assessment tools to determine clients' abilities, interests and aptitudes to determine a viable course of study and career pathway. The best way to warrant that a client exits the training -related program with employment (preferably within a training related industry or occupation) would be to establish the following strategy: 90-days prior to a client completing any training, the staff will re-evaluate the client's newly acquired skills and will develop an employment plan to aid in successful job placement in a related training field. This process will merit that the following performance measures are positively accomplished: Training Completion Rate, Training Placement Rate, Training Related Placement and the Workforce Investment Act (WIA) Entered Employment Rate. The strategy to engage Career Advancement Program (CAP) customers is to develop worksites that would enhance the customers' skill sets and experience to gain employment. Participation Page 22 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE in paid/unpaid work experience, On -the -Job Training and Vocational training programs and providing assistance with support services (i.e. transportation and childcare) will aide in ensuring that these barriers are addressed and will upsurge participation thus, increasing the CAP Participation and CAP Entered Employment Rate. The cross -functional performance compliance committee will conduct weekly meetings to develop and train all levels of staff on the rules regulations, policies and procedures of the organization. The knowledge of the committee and staff will allow better comprehension, embracement and execution of the strategy. This will ensure that the strategic maturity level of the organization is at its highest, that customers are placed in viable jobs and that costs are contained. g. SFWIB believes that On -the -Job Training (OJT)/Paid Work Experience (PWE) can be major components in the local scheme for serving employers and jobseekers, alike. Respondent shall describe strategies in providing and/or overseeing OJT/PWE- related activities. The strategy shall address targeted population and industries. The strategies to providing and overseeing OJT/PWE are as follows: • Focus and target industries that have a vested interest in the community such as small family businesses, start-ups and those companies whose presence is at the forefront of the local community. • Offer salary reimbursement incentives through On -the- Job Training and Paid Work Experience programs for special groups. In addition, recommend tax incentives to promote community enrichment. • Special groups are one of the most underserved populations and have higher unemployment rates. The focus will be to penetrate those industries whose entry level skills sets are not as advanced or demanding, which will encourage long term employment and ultimately lead to self-sufficiency for those individuals and higher retention rates for the employer, reducing turnover rates. • Companies whose fmancial positions are more secure, meaning they have the ability to pay upfront payrolls without it affecting operational expenses, will be encouraged to participate in the OJT program. In this program, a significant percentage of the employee's salary will be reimbursed at a later date. This will allow the company to train new full -tune employees in the company's work environment and allow them to gain real time work experience. • Smaller companies will be encouraged to take advantage and participate in the PWE program. These smaller companies typically have financial positions that are not stable and can greatly benefit from salaries paid during the course of the training at no cost to Page 23 of 24 OGAWS52814 TECHNICAL PROPOSAL NARRATIVE them. This incentive will allow the company to keep its competitive edge by increasing productivity while the employee gains job -specific skills. Once the company's necessities are identified, pre-screening efforts will be diligent and concise to match the skills sets of the candidates who are selected. • As the participants are engaged in the OJT/PWE programs, periodic assessments will be conducted to ensure that the competencies outlined in the training are successfully being met and both parties are in compliance of the agreement. • Assessments will include, but not be limited to, punctuality and hours worked, skill sets achieved in a timely manner, and addressing and rectifying any issues or conflicts that may arise throughout the training. • These efforts will be facilitated by the Veterans Representative (1), Business Consultant (1), Employer Specialist (4), Placement Specialist (5), Program Specialist II (1), Program Specialist (4), and the Customer Services Representative (2). The Respondent fully endorses On -the -Job Training (OJT)/Paid Work Experience (PWE) as major components in the local scheme for serving employers and jobseekers. The Respondent will incorporate these components while implementing a holistic service delivery model aligned with the One Community One Goal strategic plan as well as the Florida Chamber Foundation's Six Pillars Framework for economic development. Our model, therefore, will maximize the menu of workforce services offered to increase employment outcomes as well as reducing cost. Our programs and services are based on the framework of job preparedness and readiness. The overall objective of our model is to determine levels of resources, skills and support participants need to become job ready, to obtain job placements and to lessen all possible barriers that may impede participants from accessing the services that they need to successfully achieve their goals. All efforts will be geared towards facilitating career -focused learning, planning better career pathways and job placement. Page 24 of 24 OGAWS52814